PayFar User Agreement

Welcome to PayFar!

This user agreement is a contract between you and PayFar Australia governing your use of your PayFar account and the PayFar services. It applies to Australian PayFar accounts only.

If you are an individual, you must be a resident of Australia and at least 18 years old to open an Australian PayFar account and use the PayFar services.

If you are a business, the business must be organised in, operating in, or a resident of, Australia to open an Australian PayFar account and use the PayFar services.

By opening and using a PayFar account, you agree to comply with all of the terms and conditions in this user agreement. You also agree to comply with the following additional policies and each of the other agreements anywhere at https://www.PayFar.com/ that apply to you:

  • Privacy Statement
  • Acceptable Use Policy
  • Combined Financial Services Guide and Product Disclosure Statement

Please read carefully all of the terms and conditions of this user agreement, the terms of these policies and each of the other agreements that apply to you. If there is any inconsistency between this user agreement and any of the above policies, the incorporated policy will prevail.

We may revise this user agreement and incorporated policies listed above. The revised version will be effective at the time we specify. If our changes reduce your rights or increase your responsibilities, we will post a notice on the Policy Updates page of our website and provide notice to you of at least 30 days. You agree to receive notices electronically. By continuing to use our services after any changes to this user agreement become effective, you agree to comply with those changes. If you do not agree with any changes to this user agreement, you may close your account.

1. Opening an Account

We offer two types of accounts: personal accounts and business accounts. All PayFar accounts let you do things like:

  • Send and receive money.
  • Buy things online, using mobile devices or in stores.
  • Make payments using your debit card, credit card, bank account, PayFar balance or other payment methods.
  • Accept debit card, credit card, bank account, PayFar balance or other payment methods from others.

You are responsible for maintaining adequate security and control of any and all IDs, passwords, personal identification numbers or any other codes that you use to access your PayFar account and the PayFar services. You must keep your mailing address, email address and other contact information current in your PayFar account profile. Personal accounts

You must only use a personal account for personal, domestic, or household purposes.

Business accounts

Business accounts may be subject to fees that differ from the fees applicable to personal accounts.

By opening up a business account or converting a personal account to a business account, you certify to us that you are using it primarily for a business or commercial purpose. By creating and holding a business account, you acknowledge that, when a buyer makes a PayFar payment:

  • we generally provide you immediately available value;
  • we may not immediately receive value from the buyer; and
  • as such, the immediately available value we provide you is a provision by us of commercial credit to you.

You understand that any payments may be subject to a reversal and that you can be called on to repay that value.

You agree that applying for a business account is applying for commercial credit to be provided to you. You agree that we may seek a commercial credit report about you, including from Equifax whose privacy policy and contact details are available at www.equifax.com.au.

Commercial Entity Status

If the activity through your business account reaches certain thresholds or involves certain business segments or activities, you are required by the card networks to agree to a Commercial Entity Agreement to allow you to continue accepting Visa and MasterCard payments. In this case, these Commercial Entity Agreements will apply to any payment processed by PayFar on your behalf and will form part of this user agreement.

2. Closing Your PayFar Account

You may close your account and terminate your relationship with us at any time without cost, but you will remain liable for all obligations related to your PayFar account even after the PayFar account is closed. When you close your PayFar account, we will cancel any scheduled or incomplete transactions. You must withdraw or transfer any PayFar balance from your PayFar account before closing it. You cannot withdraw or transfer digital gift certificates/cards that are purchased through PayFar Digital Gifts and linked to your PayFar account as payment methods. However, even without your PayFar account, you can still use the codes you received by email when you purchased the gift certificates/cards to make purchases.

In certain cases, you may not close your PayFar account, including:

  • To evade an investigation.
  • If you have a pending transaction or an open dispute or claim.
  • If your PayFar account has a negative balance.
  • If your PayFar account is subject to a hold, limitation or reserve.
  • If you have an outstanding balance on a loan from us or one of our affiliates.

Any funds we are holding for you at the time of closure, less any fees, will be paid to you at our discretion by:

  • Direct deposit to your linked Australian bank account or United States bank account or
  • A cheque mailed to the address listed in your account.

3. Link or Unlink a Payment Method

You can link or unlink a debit card, credit card, or an Australian bank account to your PayFar account as a payment method. Please keep your payment method information current (e.g. credit card number and expiration date). If this information changes, we may update it using information and third party sources available to us without any action on your part. If you do not want us to update your card information, you may remove your payment method from your PayFar account. If we update your payment method, we will keep any preference setting attached to such payment method. You may choose to confirm your card, so that we can verify that the card is valid and that you are the card owner.

4. Holding a PayFar Balance

You may choose to carry a balance in your account. However, we may require you to deposit funds into your account to cover reversals or repay a negative balance. You acknowledge and agree that we are entitled to any interest earned on funds held on your behalf, and that interest will not be paid into your account.

5. Adding or Withdrawing Money

Adding money You may use the payment methods linked to your PayFar account to fund transactions you make using your PayFar account and you don't need a PayFar balance to buy something or send money. Credit cards cannot be used to top up your PayFar balance. Withdrawing money
If you have a PayFar balance, you may withdraw it by converting it to Australian Dollars and:

  • Transferring it to a bank account linked to your PayFar account. Any PayFar balance in US Dollars may be withdrawn to a US bank account linked to your PayFar account, subject to the Fee for Transferring Balance in clause 18.21 of our Product Disclosure Statement;
  • transferring it to an eligible debit card linked to your PayFar account, subject to the Fee for Transferring Balance in clause 18.20 of our Product Disclosure Statement that will be disclosed to you in advance each time you initiate such a withdrawal.

To protect us and our users from loss, we may delay a withdrawal, in certain situations, including if we need to confirm that you have authorised the withdrawal or if other payments to your PayFar account have been subject to a reversal (for example, as a result of a chargeback, bank reversal or dispute by a buyer). If we place a limitation on your PayFar account, a payment is subject to a hold, or your account or an associated account has a negative balance in any currency while a withdrawal from your PayFar account is pending, you will have to reinitiate the withdrawal once the limitation or hold has been lifted, or negative balance is fully paid off.

We may set limits on your withdrawals, and you can view any withdrawal limit by logging into your PayFar account. Completing the following steps can help us verify your PayFar account, which may allow us to remove any withdrawal cap:

  • Verifying your bank account.
  • Linking and confirming your credit or debit card information.

6. Managing Your Money in Multiple Currencies

Holding a PayFar balance in a currency other than Australian dollars PayFar may allow you to hold a balance in currencies other than Australian dollars. If you hold a PayFar balance, we may allow you to convert it to balance in another currency. If you convert your balance, PayFar's transaction exchange rate (including our currency conversion fee) will be used. We may, at our discretion, impose limits on the amount of money you can convert or the number of conversions you can perform;
you may only withdraw it in Australian dollars, or US dollars (only when you withdraw the US dollars into your US bank account linked to your PayFar account). In order to withdraw balance held in another currency you will have to convert the currency to Australian dollars, or it will be converted for you at the time of your withdrawal. PayFar currency conversion rate, including our currency conversion fees, will be used. You are responsible for all risks associated with maintaining multiple currencies in a PayFar account. You may not manage or convert currencies for speculative trading purposes, conversion arbitrage, conversion options, or any other activity that PayFar determines is primarily for the purpose of gaining or making money based on currency conversion rates. PayFar may hold, cancel, or reverse any transaction we determine to violate this policy.

How we convert currency

If PayFar converts currency, it will be completed at the transaction exchange rate we set for the relevant currency exchange. The transaction exchange rate is adjusted regularly and includes a currency conversion fee (described below) applied and retained by us on a base exchange rate to form the rate applicable to your conversion. The base exchange rate is based on rates within the wholesale currency markets on the conversion day or the prior business day; or, if required by law or regulation, set at the relevant government reference rate(s). For some uses of your PayFar account, PayFar may determine currency conversion is necessary. For any of the following transactions that involve a currency conversion, the currency conversion fee is 1.0%:

  • Paying for goods or services in a currency other than the currency the goods or services are listed in.
  • Receiving a refund beyond 1 day of the original payment.
  • Sending money to a friend or family member such that they receive a different currency from the currency you pay in.
  • Sending money using PayFar's Payouts or MassPay products such that your recipients receive a different currency from the currency you pay in.

For all other transactions involving a currency conversion, the currency conversion fee is 3.0%.

Currency conversion choices

When your payment is funded by a debit or credit card and PayFar determines a currency conversion is necessary, you consent to and authorise PayFar to convert the currency in place of your debit or credit card issuer.

In most cases, you may have the right to have your card issuer perform the currency conversion, if applicable for that card issuer and network. Currency preference selections may be presented to you in various forms, including a choice of which currency is used for the transaction, whether PayFar or your card issuer performs the conversion, or which conversion rate is used for the transaction, among others, and may be made available individually for each card and for each automatic payment agreement. If your card issuer converts the currency, your card issuer will determine the currency conversion rate and what fees they may charge.
PayFar will always perform the conversion for transactions where your PayFar balance or linked bank account is the payment method.

7. Account Statements and Requesting Account Records

You have the right to receive an account statement showing your PayFar account activity. You may view your PayFar account statement by logging into your PayFar account. In the event you request that we send you hard-copy records related to your PayFar account, we may charge you a fee of $10.00 per item requested but we won't charge you for records requested in connection with your good-faith assertion of an error in your PayFar account.

8. Your personal data

As a PayFar user, or when you use our services or access our sites, you consent to our use of your personal data in accordance with our Privacy Statement set out at https://www.PayFar.com/au/privacy-full.

9. Complaints and Disputes We are committed to dealing with customer complaints fairly and resolving issues in accordance with our complaints handling processes and policies and relevant regulatory standards.

The Australian Securities and Investments Commission has a free Infoline on 1300 300 630 for obtaining information about your rights or making a complaint. Submitting a complaint or dispute If you have a dispute about a seller or a buyer, you should file a dispute through the Resolution Centre by logging in to your PayFar account. If you have a complaint about our services, or believe your PayFar account may be subject to an unauthorised transaction, account takeover or other type of fraudulent activity, you should contact us immediately.

You can report complaints about our Services by:
Email: Hello(at)PayFar.com

Handling your complaints We aim to:

  • Acknowledge receipt of all complaints within 5 business days.
  • Resolve all complaints within 45 days. This may not be possible in all circumstances.

Where we cannot resolve a complaint within 45 days, we will notify you of the reason for the delay as well as an indication of when we expect to resolve the complaint.

10. Sending Money to or Receiving Money From a Friend or Family Member Sending money

You can send money to a friend or family member using the send money feature in your PayFar account (sometimes called personal payments or peer-to-peer/P2P payments). You can send money to a friend or family member even if they don't have a PayFar account at the time you send them money, using their email address or mobile number in any currency that PayFar supports, and you can choose which payment method you want to use. If the person to whom you are sending money does not have a PayFar account, they can claim it by opening a PayFar account. If they don't claim it, it will be refunded to you. Receiving money from a friend or family member is described under Receiving Money.

We may, at our discretion, impose limits on the amount of money you can send, including money you send for purchases. You can view any sending limit by logging into your PayFar account. We may increase your sending limits if you complete the same steps to verify your information as is required for the removal of withdrawal limits.

When you send money to a friend or family member, one of three things may happen: they may accept, decline or fail to claim the money. If they either decline to accept the money or don't claim it within 30 days of the date it is sent, the money (including any fees you were charged) will be refunded to:

  • The original payment method you used for the transaction, if you used a credit card or debit card as the payment method, or
  • Your PayFar balance, if you used your PayFar balance as the payment method or a bank account as the payment method, once the money clears the bank.

Receiving money

If a friend or family member sends money to you, the money will appear in your PayFar balance. To receive money in a currency your account is not configured to accept, it may be necessary to create a balance in that currency or convert the money into another currency. Certain currencies can only be received by converting the money into another currency that PayFar allows you to hold. If the money is converted, PayFar's transaction exchange rate (including our currency conversion fee) will be used.

11. Fees for Sending Money to Friends and Family

he fees applicable to sending money can be found in our Product Disclosure Statement and will be disclosed to you in advance each time you initiate a transaction to send money to a friend or family member. If you convert money in your PayFar balance from one currency to another before sending money, PayFar's transaction exchange rate (including our currency conversion fee will be used). If you use your credit card as the payment method when sending money, you may also be charged a cash-advance fee by your card issuer.
You can also use the send money feature in your PayFar account to pay for goods or services. You will not be charged any transaction fee for sending money to purchase goods or services as long as you choose the send money to pay for goods and services feature in your PayFar account. In that case, the seller will pay a fee. You must not use the send money to a friend or family member feature in your PayFar account when you are paying for goods or services.

12. Buying Something From, or Returning Something to, a Seller Who Accepts PayFar How to buy something

You can buy something from a seller who accepts PayFar, in any currency that the seller accepts and that PayFar supports, using the funds in your PayFar balance, or using any payment method linked to your PayFar account. This includes, for example:

  • Buying something at an online retailer's website and selecting PayFar as your payment method at checkout.
  • Sending money to a seller for goods or services.
  • Using your PayFar account to buy something at a seller's physical store.

When you send funds you authorise us to:

  • Debit funds on your behalf from your applicable payment method;
  • Transfer the funds to the recipient according to your instructions and subject to this agreement; and
  • Resubmit any debit, or submit it to another payment method, if it is returned for insufficient or uncollected funds.

If the seller you are buying from sells goods or services on a third party website or application and that seller does not already have a PayFar account, they can claim your payment by opening a PayFar account. If they don't open a PayFar account within 30 days, your purchase will be refunded.

In order to manage risk, PayFar may limit the payment methods available for a transaction when you buy something. In addition, payment methods may be limited for certain sellers or if you make a PayFar payment through certain third party websites or applications.

When you authorise a payment to a seller who accepts PayFar, some sellers may take up to 30 days to complete the transaction. In these instances, your payment may appear as a pending order in your PayFar account. In that case, your authorisation of the payment will remain valid until the seller completes the transaction (but no longer than 30 days). If you used a debit or credit card as the payment method, your debit or credit card issuer also may show a pending authorisation for a period of time until they release the hold or receive a completed transaction. If your payment requires a currency conversion by us, the transaction exchange rate will be determined and applied as described in Currency Conversion section), and may be the rate at the time the payment is processed.

Fees

When you buy something from a seller who accepts PayFar you don't pay a fee to PayFar. If PayFar performs a currency conversion for your purchase, PayFar's transaction exchange rate (including our currency conversion fee) will be used. Your bank or card issuer may also charge you separate fees. You are solely responsible for paying bank or card issuer fees.

Payment review

When PayFar identifies a potentially high-risk transaction, we review the transaction more closely before allowing it to proceed. When this happens, PayFar will place a hold on the transaction and notify the seller to delay shipping of the item. As a buyer, this may delay your receipt of the item you purchased. If we clear the transaction, we will notify the seller and direct them to ship the item. If we don't clear the transaction, we will cancel it and return the funds to you, unless we are legally required to take other action.

Automatic payments

You can agree with a seller who accepts PayFar to use PayFar as the payment method for future purchases with that seller. This agreement is between you and the seller and allows you to pay the seller on a one-time, regular or sporadic basis. Depending on the seller you wish to pay, you might also be able to directly instruct PayFar to make future payments to the seller on your behalf on a one-time, regular or sporadic basis. Examples of automatic payments that can be arranged by you either with a seller or with PayFar include those that PayFar calls a billing agreement,"subscription, "recurring payment,âreference transaction, "preauthorized transfer" or "preapproved payment."

You authorise and instruct PayFar to pay the third party (or another person they direct) amounts from your payment method for the amounts you agree to owe and as presented to PayFar by that third party.

You may cancel an automatic payment up to 3 business days before the date of the next scheduled payment from your account settings or by contacting us. Once you contact PayFar to cancel an automatic payment, all future automatic payments under your agreement with that seller will be stopped. If you cancel an automatic payment, you may still owe the seller money for the purchase or have additional obligations to the seller for any goods or services that you receive but have not paid for. If you have authorised an automatic payment and PayFar performs currency conversion for an automatic payment transaction, PayFar will use the transaction exchange rate (including PayFar's currency conversion fee) in effect at the time the automatic payment transaction is processed.

Refunds

Generally, we'll process refunds of:

  • online purchases and friends and family transactions to the same payment method you used for the purchase; and in-store purchases to your PayFar balance.

If a payment you sent involved a currency conversion and you're later refunded:

  • Within 1 day of the date of the original payment, we'll normally use the transaction exchange rate that we applied at the time of the original payment;
  • Beyond 1 day of the date of the original payment, we'll normally use the transaction exchange rate (including a currency conversion fee) that applies on the date of your refund;
  • The refund will go back to your bank account or card used for the original transaction in the currency of the original transaction. If that is not possible, we will credit your PayFar balance in the currency of the original transaction; and You'll be refunded in Australian Dollars if your PayFar account balance doesn't support the currency of the original payment.

13. Payment Method Used for My Transaction Selecting a preferred payment method Paying online

If you have chosen an online preferred payment method, it will be shown as the primary method of payment. We'll process payments for goods or services made online using your preferred payment method or an available payment method you choose for a particular transaction during checkout. We'll process payments to friends and family using an available payment method you choose for the transaction.

In-store and Automatic Payments

If you have chosen a preferred payment method for in store transactions or for automatic payments, we'll process the payment using: any PayFar balance you hold in the currency of the payment; then your preferred payment method or an available payment method you choose for any remaining amount.

There may be times when your preferred payment method cannot be used, for example, if you select a card that has expired. We may remove cards that are expired or otherwise not able to be processed from your account.

The availability of certain payment methods may be limited based on that particular seller or the third party website you are using to complete the transaction.

Backup payment method

Certain one-time online transactions may require that a backup funding method be used in the event that your selected or preferred payment method has expired or declined. In those instances, the backup funding method may be displayed to you on your transaction review page, before you complete the transaction. Note that this only applies for one- time, online transactions, and not for in-store or automatic payments. If PayFar determines currency conversion is necessary for a transaction that also requires a backup payment method, you may not be able to separately choose whether PayFar or your card issuer performs the currency conversion on your backup payment method.

Sending money to friends and family

When you send money to friends and family using your PayFar balance or your bank account, we waive all fees, so we always show you these payment options first, if available, even if you have a set preferred payment method for your online purchases. Remember, you always have the choice to select any payment method in your account by clicking the Change link on the Send Money page. We will always show you if there is a fee and how much the fee is before you send money.

Automatic payments

Choosing PayFar as your way of paying a seller may involve entering into an agreement with them that permits the seller to request that we process your PayFar account each time you make a purchase.

You can select a payment method for future purchases with a particular seller either at the time of creating the agreement or in your account settings at www.PayFar.com For example, you can instruct your monthly movie subscription service to always charge your credit card in your PayFar wallet for the monthly cost.
If your chosen payment method is unavailable (e.g. credit card expired), a particular agreement with a seller does not provide for the ability to specify a payment method, or if you have not designated a payment method for future transactions with a seller, the payment method used will be in the following order, if applicable: 1. balance; 2. bank account; 3. debit card; and 4. credit card.
You can cancel any agreement in your account settings at www.PayFar.com

14. Loyalty Cards

If you use the PayFar application on your mobile phone, you may store loyalty card numbers or bar codes, where applicable, for certain sellers in your PayFar account. When you store your loyalty card numbers or barcodes in your PayFar account, you will earn any rewards, subject to the seller's loyalty card terms and conditions, at the time you make your payment to the merchant by presenting the stored loyalty card number or barcode to the seller at the point of sale. It is your responsibility to make sure you have entered your loyalty card information correctly and that you update it as necessary. It is also your responsibility to ensure that you are receiving the rewards to which you are entitled. PayFar is not responsible for managing your loyalty card account by offering this service and any questions about your loyalty card or associated rewards program should be directed to the seller who offers the card.

15. PayFar's Buyer Protection Policy What's eligible

When you buy something from a seller who accepts PayFar, you may be eligible for a refund under PayFar's Buyer Protection Policy. When applicable, PayFar's Buyer Protection Policy entitles you to reimbursement for the full purchase price of the item plus the original shipping costs you paid, if any.
You have no automatic entitlement to receive any payments under the Buyer Protection Policy.
The Buyer Protection Policy does not indemnify you for loss which may be incurred and it is not a contract of insurance.

PayFar determines, in its sole discretion, whether your claim qualifies for the Buyer Protection Policy. You may be able to appeal our original decision with us if you have new or compelling information not available at the time of the original determination, or you believe there was an error in the decision-making process. If you are still not satisfied with our determination, you can make a complaint (see clause 9).

IMPORTANT: You may be required to return the item to the seller or other party we specify as part of the settlement of your claim. PayFar's Buyer Protection Policy does not entitle you to reimbursement for the return shipping costs that you incur.

PayFar's Buyer Protection Policy may apply when you encounter these specific problems with a transaction:
You didn't receive your item from a seller (referred to as an Item Not Received claim), or You received an item, but the item isn't what you ordered (referred to as a Significantly Not as Described claim). If you believe that a transaction made through your PayFar account was not authorised by you, this type of claim is different from the Buyer Protection Policy, and is described below under Liability for Unauthorised Transactions and Other Errors.

Item Not Received claims

Your claim will not qualify for a refund under PayFar's Buyer Protection Policy for an Item Not Received claim, if:
You collect the item in person, or arrange for it to be collected on your behalf, including if you use PayFar in a seller's physical store, or The seller has provided proof of shipment or proof of delivery.
If the seller presents evidence that they delivered the goods to your address, PayFar may find in favour of the seller for an Item Not Received claim even if you claim you did not receive the goods.

Significantly Not as Described claims

An item will be considered Significantly Not as Described if:

  • The item is materially different from the seller's description of it.
  • You received a completely different item.
  • The condition of the item was misrepresented. For example, the item was described as new but the item was used.
  • The item was advertised as authentic but is not authentic (i.e. counterfeit).
  • The item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it.
  • You purchased a certain number of items but didn't receive them all.
  • The item was damaged during shipment.
  • The item is unusable in its received state and was not disclosed as such.

An item will not be considered Significantly Not as Described if:

  • The defect in the item was correctly described by the seller in its description of the item.
  • The item was properly described but you didn't want it after you received it.
  • The item was properly described but did not meet your expectations.
  • The item has minor scratches and was described as used."
  • It was listed as used condition and you picked it up in person.

Ineligible items and transactions under PayFar's Buyer Protection Policy Payments for the following are not eligible for reimbursement under PayFar Buyer Protection:

  • Real estate, including residential property.
  • Financial products or investments of any kind.
  • Businesses (when you buy or invest in a business).
  • Vehicles, including, but not limited to, motor vehicles, motorcycles, recreational vehicles, aircraft and boats.
  • Significantly Not As Described claims for wholly or partly custom-made items.
  • Donations and payments on crowdfunding platforms.
  • Items prohibited by the PayFar Acceptable Use Policy.
  • For Item Not Received claims, items which you collect in person or arrange to be collected on your behalf, including items bought in a seller's store location.
  • Industrial machinery used in manufacturing.
  • Anything purchased from, or an amount paid to, a government agency.
  • Stored value items such as gift cards and pre-paid cards.
  • Gambling, gaming and/or any other activity with an entry fee and a prize.
  • Payments sent using PayFar's friends and family functionality.
  • Payments sent using PayFar to any bill payment service.
  • Payments made using PayFar Payouts and Mass Pay or guest checkout transactions (i.e. not sent using your PayFar account).

Transaction eligibility for PayFar's Buyer Protection Policy To be eligible for PayFar Buyer Protection you must meet all of the following requirements:

  • You have a PayFar account in good standing.
  • You pay for the eligible item from your PayFar account.
  • Your payment is less than $20,000.
  • You respond to PayFar's request for documentation and other information within the time requested.
  • You open a dispute in the Resolution Centre within 180 days of the date you sent the payment, then follow our online dispute resolution process.
  • You have not received a recovery related to such purchase from another source.
  • You send the item back to the seller only in accordance with our instructions.
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